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Filtered Research Reports

Digital Lending Playbook

Opportunities abound for credit unions to carve out a presence in the digital lending space. This can be in the form of protecting the $351 billion in current credit union consumer loans or capturing some of the estimated $1 trillion in loans positioned for digital lenders. Before attempting that long-shot...

Creating Culture within a Credit Union: Four Approaches

Insights from the Filene Structure for Success Colloquium Fostering a high-performance culture is essential to credit union success in competitive markets. In distilling research presented at the first colloquium at Filene's Center for Organizational Entrepreneurship, this report provides new insights on how cultivating organizational culture can help strengthen employee engagement...

The Embedded Credit Union Model for Low-Income Teens

A systemic problem in many low-income, urban communities is the lack of accessible financial services. Low-income teenagers-in particular-are living in financial service deserts. Not only are there very few banks and/or credit unions in low-income communities, financial alternatives such as payday loan and check-cashing centers are thriving. This research explores the...

Jump-Starting Performance Improvement: A Case Study from Elevations Credit Union

A sustainable credit union seals operational gaps and streamlines service to members. After all, members are the most important factor in this equation. A consistent process improvement program helps achieve this ideal state of exemplary member loyalty, financial growth, and operational efficiency that so many organizations long for.  This report...

Young Adults In The Military

Those serving in the armed forces play an honorable role in protecting their country.  Unfortunately the financial profiles of these men and women differ from everyday civilians'.  Young adults in the U.S. military face unique financial challenges and are primed for credit union assistance. In this infographic we explore the...

Financial Soundness of Canadian Credit Unions

This study challenges an emerging narrative in Canada that credit unions might pose a risk to financial stability because they are not overseen by Canada’s federal regulator, which, rightly or wrongly, has been credited with helping keep large Canadian banks out of trouble. The study does so by assembling simple,...

Credit Unions: Financial Sustainability and Scale

U.S. credit union system trends are clear and consistent: consolidation is steady, regulatory pressures are increasing, the largest credit unions perform better as a group than their smaller counterparts and the service demands of consumers and regulators continues to expand. During the last two decades credit union performance has begun to...

The Network Credit Union: A Modern Alternative to a Traditional Merger

A network credit union can provide credit unions an alternative to the traditional merger option. The inspiration for this business model comes from a not-for-profit network hospital system based in Indiana. The NCUA Office of General Counsel deems the network credit union option currently permissible under the FCU Act, NCUA’s Charter...

Canadian Credit Unions: Different By Design

Not long after the 2007–08 financial crisis, The Economist magazine ran a headline that read simply “Mutual Respect.” Drawing on the European penchant for describing things in ideological terms, the accompanying article noted how Europe’s cooperative banks had “put their more capitalist-minded brethren to shame during the downturn.” Later in...

Trending: Credit Unions in 2025

In conjunction with Credit Union Resources, we deployed a phased methodology that combines a literature review, credit union performance data and projections, and credit union CEO interviews and survey results to sketch out the broad trends and predictions for credit unions in the year 2025. The ecosystem matters, and the global...

Credit Unions as Cooperatives: How Charter Choice Drives Social Enterprise

The legal form a business chooses has tax implications, but it is important for many other reasons. On the surface, the legal structure of a business serves as the backbone to support its operations. Businesses operate in many legal forms—sole proprietorships, partnerships, corporations, mutuals, business trusts, or cooperatives, to name...

Entrenched or Energetic? Improving Credit Union Board Renewal

Some of the most basic formal board renewal processes remain disturbingly rare in the credit union system. Sixty percent of credit unions do not perform any type of board evaluation. Twenty-five percent have no process for removing underperforming directors. And perhaps the greatest gap of all lies with the credit...

Understanding the LGBT Opportunity in Financial Services

Over the years, credit unions have proactively sought to understand and serve particular consumer segments, such as immigrants, Latinos, and millennials. Similarly, the LGBT community is characterized by a distinct set of financial needs, capabilities, and priorities. With the success of the same-sex marriage movement and the national attention on transgender issues, LGBT persons are...

A Wallet Allocation Rule Approach to Home Equity Lines of Credit (HELOCs)

Login to download full report and click on the button above for a slide deck on the Wallet Allocation Rule Approach to Home Equity Lines of Credit (HELOCs) Unlike fast food chains, hotels, or even deposits, loans typically reflect a winner-take-all equation: There are no financial rewards for credit unions when they...

7 Questions for Smart Outsourcing

Think back to the successful companies of the 20th century: GE, General Motors, IBM. The prevailing business model for the first two-thirds of the century was “a large integrated company that can ‘own, manage, and directly control’ its assets.” But as we hit the 1970s and 1980s, “integration” turned to...

Five Challenges: Enhancing Women’s Leadership in Credit Unions

Gender matters. Women feel more valued when working for a female CEO. Men feel more committed to the credit union when serving under another man. These and a thousand other gender nuances profoundly affect both sexes as they strive for leadership positions. For more than a year, Melissa Thomas-Hunt and Mahak Nagpal of the University of...

Blueprints for Innovation: The Latest Concepts from Filene i3, Fall 2014

If you look at a graph representing the number of credit unions in the United States over the past decade, you’ll notice it closely resembles the downward slope of a double black diamond ski run. By most accounts, this decline can be attributed to the difficulty many small credit unions...

Developing and Executing a Clear Value Proposition: Six Credit Union Case Studies

Establishing a unique value proposition for your credit union is only half the battle. Delivering on this value proposition will require a well-defined execution strategy year in and year out.  As part of a joint research series, the Filene Research Institute and Credit Union Central of Canada decided to identify examples of credit unions with clear value propositions. We set...

Credit Union 2.0: An Opportunity to Build Collaborative Partnerships

Proactive collaboration will be the ingredient of choice for credit union mergers of the future and by default, should come naturally for financial cooperatives; banks have less incentive to collaborate because of their for-profit nature.  Collaboration requires time, effort, compromise and commitment. Small to mid-size credit unions can thrive on their own,...

Digital Lessons From Amazon: Credit Unions and the Online Experience

The world is becoming more and more digital. As a result, the entire consumer experience has shifted for many industries. While technology is creating convenience for consumers, it is putting pressure on financial institutions to invest in robust digital strategies. Being able to successfully operate in this current financial landscape...

Addressing the Revenue Growth Challenge

Cutting costs and scaling back on expenditures is a sure fire way to achieve short-term profitability. Certainly credit unions can focus on shrinking assets to maintain capital, but how does that contribute towards long term sustainability? It may not be the engine for growth your credit union is looking for....

Filene 25th Anniversary Book

We are thrilled to be celebrating our silver anniversary in 2014! In recognition of this milestone, we've reflected on 25 years of research, innovation, and impact, and compiled the highlights into the enclosed 25th Anniversary publication.  We hope you will enjoy a walk down memory lane with us and, perhaps,...

Singularity University - National Credit Union Roundtable Project: Overview and Conclusions

Singularity University (SU) was established to assemble, educate, and inspire a new generation of leaders who strive to understand and utilize exponentially advancing technologies to address humanity’s grand challenges. One of SU’s flagship programs is a 10-week summer session for graduate and postgraduate students. The 2012 program generated 3,000 applicants...

Only Up: Regulatory Burden and Its Effects on Credit Unions

Well-functioning regulation is necessary for the working of modern financial organizations and markets. However, legislative regulation can be particularly taxing and burdensome for smaller credit unions. The experiences of credit unions in Canada and the United States are slightly different. In Canada, credit unions in the largest quartile bear one-fifth...

Young Adult Retirement Planning: Do We Have a Future?

This brief is only on the web and not published in the traditional PDF format. Once you sign in to read it, you can navigate by clicking the chapter links at the bottom of the page. With retirement planning not at the forefront of people’s minds, will our members be...

Women in Leadership: Obstacles and Opportunities

Historically, women in the United States have made significant progress, professionally, to close the compensation gap with men. However, women who want to earn more, do more, and take leading roles at organizations are held back due to various personal, professional, and cultural barriers. Credit unions share a unique connection...

Research Brief: Bank Shopper Snapshot Survey Vol 10: Mobile Payments Tracker II

More than half of adults own smartphones and recent research indicates that the average smartphone user checks her phone more than 150 times a day. These powerful little computers in our pockets are quickly changing how we learn about products and services, bank, and pay for things. This research brief from Rob...

Is the CFPB Listening? Credit Unions Under Dodd-Frank

The Consumer Financial Protection Bureau does listen to credit unions, but doesn't necessarily act to support them. Like credit unions, the CFPB’s purpose is to support consumers, so credit unions must position their feedback as consumer-focused. The CFPB’s approach may or may not ultimately help consumers. Even allowing that the...

Credit Union Capital Adequacy: What’s New and What’s Next?

Credit unions’ long-standing inability to access alternative capital impairs their stability during times of stress and their ability to grow in both good and bad times. Michael Andrews outlines the mismatch between credit unions and investor-owned banks, with special attention to the implications of Basel III capital guidelines, prompt corrective...

International Symposium on Measuring Credit Union Performance

View presentations from the International Symposium on Measuring Credit Union Performance, held at the University of Toronto’s Rotman School of Management.  The symposium examined the future of credit unions. With the rapidly changing regulatory, payments and capital environment, what does it look like? Given this environment, what types of tools can...

Strategic Thinking and Credit Union Leaders: What It Takes to Lead

Economic uncertainty, expansion of regulatory oversight, and changes in consumer tastes and preferences are just some of the ongoing challenges credit union leaders face on a day to day basis. While a universal solution to these issues would be ideal and ambitious, it is unrealistic. Roeder and Schuurmans offer a...

Collaboration in Practice: 11 Credit Union Case Studies

Collaboration is one of the first solutions offered by roomfuls of credit union CEOs and leaders: “If we would just collaborate, we could...” Insert your own answer: gain market share, drive down expenses, become consumers’ favored financial institution. The list is long, and each goal comes with a grain of truth. We can do...

Seven of the Latest Ideas from Filene i3 (Fall 2013)

In this round of i3, we present seven new ideas of financial products and services for your credit union. These ideas include: Imminent Death: Are We Prepared with a Will? Just4You: You.Lifestyle. Now. Later. Social Cowboy: Because Twit Happens relaunch: Save Up. Start Again. Centsus: Your Money, Your Happiness The...

Mortgages and Credit Union Performance: 1980–2011

Today, credit unions hold a quarter of their assets in residential mortgages, and this report charts mortgage trends from the past three decades, revealing that these loans have persistent positive effects on credit union performance. Among the findings: Credit unions’ direct holdings of mortgages grew rapidly over the past three decades, from...

Credit Union Merger of Equals: A Preliminary Examination

Over the last two decades, Filene Research Institute has studied credit union mergers from a variety of angles. In 1999, we examined 1,624 credit unions prior to their merger and their performance for three years after the merger. The resulting report, “How Credit Union Mergers Affect Service to Members,” concluded...

Nine of the Latest Ideas from Filene i3 (Spring 2013)

In this round of i3, we present nine new ideas of financial products and services for your credit union. These ideas include: HomEase: Eases the Anxiety of Home Financing CUnited: Match. Connect. Collaborate. WheelChoice: Cut the cost. Share the value. Living Your Legacy: One Milestone at a Time The Credit...

Leading for Credit Union Success: The Roles of Personality and Practices in CEOs

In these increasingly competitive times, credit unions need to have the best possible understanding of what a good CEO looks like and how to best develop a leadership approach. Our desire to better understand the key elements of CEO selection and development led us to engage Murray Barrick. Barrick surveyed a cross...

A Practitioner’s Guide to Nudging

There is no shortage of behavioural economics research. A Google search yields more than 4 million hits. But very few behavioural researchers manage to bridge the gap between what their research finds and how practitioners can put those findings to work in real-life settings. Soman and his colleagues cross that divide. Drawing...

Future of Payments Colloquium Presentation Slides

Download the presentations from our 2013 Future of Payments Colloquium: Shifting consumer preferences, startup disruptors, smartphone apps, digital wallets, person-to-person payments, and changing plastic card standards are all facets of an uncertain payments market. Household names like Visa, Google, and PayPal are pitted against startups like Square and Dwolla. Credit...

Leadership & Results: A Study of Canadian Credit Unions

The research behind this report asks the question: What makes a good credit union leader good? In early 2012, 22 of Canada’s 30 largest credit unions participated in this study of leadership and results. The study included the collection and analysis of 485 leadership surveys, as well as growth in membership...

Predicting Members’ Choice of Auto Lender: Borrowing from Credit Unions or Elsewhere?

In 2013, auto sales are creeping back toward pre-recession levels (2012 ended with 14.8 million units sold), which is helping credit unions bolster lending. The expanding market also opens up opportunities for growing market share. By unit volume, auto loans are still the largest piece of US credit unions’ lending portfolio. This research was designed...

Key Findings: Blueprints for Innovation (Fall 2012)

Ideas can come from anywhere, but it is more interesting to see where ideas are going. In this round of i3 we present seven new concepts for your credit union—five of which have the potential for full market implementation in the near future. Typically, an i3 concept has a 15 percent chance of making...

An Examination of Key Performance Indicators Reported by Credit Unions in North America

Professor Daphne Rixon surveys the key performance indicator (KPI) practices of two dozen medium to large credit unions, and she uses that analysis of KPIs to imagine what credit unions should be measuring. Most credit union managers are so devoted to their established and well-considered KPIs that they don’t stop to imagine what metrics are...

101 Things: Credit Union Insights from the Filene Research Institute

An all-hands effort by Filene staff initially returned nearly 150 separate insights, but our commitment from the beginning was to keep the report succinct and useful, so we winnowed away dozens of interesting but less vital bits in favor of fragments, charts, findings, trends, and ideas that will make you...

Improving Peer Group Analysis for Credit Unions

Benchmarking, when conducted appropriately, yields several benefits for credit unions. It can help credit unions identify best practices, monitor a changing landscape, test a hypothesis, define a course of action, or simply tell who you need to call to ask for their secrets. View the December 4th Webinar Below While...

Credit Union Development Education: What Is It All About?

What goes on at the weeklong Credit Union Development Education Program (DE) is a bit of a mystery to many in the credit union system. And that’s just the way Bob Schumacher likes it. A senior consultant for the Paragon Group (a strategic consultancy in the Seattle area), a longtime...

Corporate Governance in Canadian and US Credit Unions

Credit union governance can be likened to finding that elusive pivot point on a playground teeter-totter, the sweet spot that balances three different dimensions—the interests of members/owners, the oversight responsibilities of directors, and the operational role of management. Using another metaphor, the governance literature refers to these three dimensions as...

Saver’s Credit Program Review

No one likes to admit failure, but that is what this project reports. The Saver’s Credit Program (SCP) was an idea that made a lot of sense. First, an enterprising i3 group came up with a clever idea to create “savings exchanges” to reinforce savings practices. Borrowing from the Weight...

Investor Education for Credit Union Employees: Survey Results for Wisconsin

Ever since “promoting thrift” was codified as a core value in the Federal Credit Union Act of 1934, credit unions have been interested in ways to help members manage their money well. That task can extend from offering good and basic financial products all the way to offering complex financial...

Global Trends: Drivers, Values, and Strategic Questions for Credit Unions

Every business leader is forced to wrestle with the prospect of what’s next. This report looks beyond the next few years at four scenarios that are possible next steps beyond the Great Recession. In this report, Andy Hines, a lecturer at the University of Houston, analyzes four North American and...

Credit Union Market Niches: Social and Demographic Opportunities

Credit unions that want to juice membership growth face a limited set of options. If the field of membership is not broad enough, the credit union can petition to change it and serve new groups. Often the field of membership is expansive enough, so the challenge becomes how to approach...

Global Trends: Drivers, Values, and Strategic Questions for Credit Unions

Every business leader is forced to wrestle with the prospect of what’s next. This report looks beyond the next few years at four scenarios that are possible next steps beyond the Great Recession. In this report, Andy Hines, a lecturer at the University of Houston, analyzes four North American and...

Boards and CEOs: Who’s Really in Charge?

“Which is more important for the long-term success of your credit union: the board or the CEO?” The question, often posed to credit union directors, usually makes them uneasy, because it doesn’t have a clear-cut answer. The best CEO-board relations are symbiotic, with an informed and conscientious group of directors...

Credit Union Sustainability: Costs, Consolidation, and Differentiation

“We only know two things about the future: (1) It cannot be known. (2) It will be different from what exists now and from what we expect,” said management sage Peter Drucker. What is obvious, even without a crystal ball, is that credit unions need to be lean and disciplined...

Superior Consumer Lenders During the Great Recession

What do ponderous wheels and successful lending credit unions have in common? In his business bestseller Good to Great, Jim Collins introduces a telling metaphor for business success: the old-fashioned flywheel. Flywheels turn, not from one big push, but from the input of deliberate regular force. Consumer lending is similar....

Finding Sustainable Profits: Green Lending in Credit Unions

Credit unions that ask how they can join the green revolution often make a quick leap to green lending for cars, home improvements, energy savings, and more. Lending is, after all, credit unions’ core business. But, to date, there has been little data on green lending. This report shows that...

Operational Efficiency: Process Improvement Opportunities for Credit Unions

Without incentives, people tend to do things the way they did them before. In business, that often means muddling through complicated processes or inefficient workarounds. Using principles and case studies, this report maps a course for credit unions that want to discover and enact more efficiency. Doing so saves resources...

Credit Union Strategic Growth and Budgeting

Strategic budgeting sessions tend to be disappointing or unrealistic, and they are often both. That’s not because of a dearth of good intentions from the board or a lack of budgeting expertise from managers. They are often disappointing because they work from a dangerous initial premise: The credit union ought...

Power and Governance: Who Really Owns Credit Unions?

This report casts a wide net to offer critiques of annual meetings, CEO compensation, antidemocratic board renewal policies, hostile mergers, and board perks, all in the service of separating credit union rhetoric from credit union reality. This governance report, the first in a series of three, encourages directors and leaders...

The Allowance for Loan Losses: Critical Issues for Credit Union Leaders

The Allowance for Loan Losses: Critical Issues for Credit Union Leaders illuminates the ground on which credit unions calculate their particular allowance. Respected CPA and industry veteran Michael Sacher unpacks the various accounting standards at play and matches them with the expectations of CFOs and credit union examiners alike. SCROLL...

The Credit Union Development Education Program

There is never a good time to go back to school. As we get older, obligations pile up like enormous tick marks on an unending to-do list: pick up the kids from soccer practice, organize the swim club fundraiser, prepare for the community foundation’s board meeting next Tuesday, train for...

Does Diversification Improve or Worsen US Credit Union Performance?

Scroll down for a video synopsis of the research “Bad advice tends to be simplistic. It tends to be definite, universal, and certain. But, of course, that’s the advice we love to hear. The best advice tends to be less certain—those researchers who say, ‘I think this is true in...

Credit Union Financial Sustainability: A Colloquium at Harvard University

This report documents the presentations and discussions of the Credit Union Financial Sustainability Colloquium at Harvard University, which combined insights from academia and business to make a stark assessment of how sustainable the credit union business model appears. With the exception of some individual credit unions, the trends are sobering....

The Changing Consumer

Not so fast. That’s the consumer confidence takeaway Filene Research Fellow and McKinsey partner Dorian Stone shared with us at a recent gathering of the research fellows. He also did us the favor of letting us share with you some of the takeaways from McKinsey’s proprietary surveys and analysis. Highlights...

The State of Social Media in Credit Unions: Opportunities and Challenges

The increased popularity of online social networks and a widespread desire by credit unions to attract and retain a younger membership make social media sound like a panacea. Credit unions’ social media presence is clearly expanding, and now there’s a Filene resource to help make sense of it all. The...

Selling the Credit Union Difference: Large-Scale Credit Union Branding

Credit union groups, especially statewide organizations, have a keen interest in publicizing the benefits of credit unions. But, what kind of information will entice consumers to join credit unions? Rather than taking a stab at marketing the credit union difference based on a vague sense of what appeals to consumers,...

Fannie Mae and Freddie Mac: Implications for Credit Unions

Fannie Mae and Freddie Mac: Implications for Credit Unions engages the work of legal expert David Reiss to break down the benefits, purported and real, that Fannie Mae and Freddie Mac bring to the mortgage market and the credit union system. This research is critically important for credit unions, because:...

Consumer Credit Delinquencies: Why Do Some Choose Credit Cards over Mortgages?

The stigma formerly associated with foreclosure is disappearing or, in locales hardest hit by the housing bust, completely gone. In this brief, Professor Ethan Cohen-Cole shows that the disappearing stigma is coupled with a rational consideration on the part of consumers to maintain liquidity in times of financial hardship. Several...

The Blended Walmart Business Model

Chase. Community banks. Wells Fargo. Other credit unions. For years, the standard list of competitors has been static and well-understood. Get ready for a shakeup. Beyond online challengers like ING Direct or Ally Bank, lies perhaps the biggest competitive threat many credit unions have ever faced. It’s an organization with...

Tracking the Relationship Between Credit Union Governance and Performance

Volunteer credit union boards display a broad range of competence and engagement. This research aimed to identify any relationship between good governance and good financial performance. This report expands on two recent Filene governance reports: The Board’s Role in Credit Union Mergers and Recruitment and Selection Practices at Credit Union...

Debit or Credit: Either, Both, Neither, or How Much?

The new payment mix is more about market share than about which payment dominates or will dominate. Credit unions care deeply about whether consumers use debit and credit cards. Cards tie consumers to their financial institution and are among the few revenue centers credit unions can influence. In addition to...

Withstanding a Financial Firestorm: Credit Unions vs. Banks

This report contributes to the regulatory debate by comparing the financial stability of banks and credit unions from 1986 to mid-2009, a period that covers several business cycles and ends during some of the most pronounced effects of the Great Recession. Starting from the observation that unemployment coincides closely with...

Exploring Ongoing Member Loyalty: Net Promoter in Credit Unions

It’s well established that credit unions tend to command more loyalty and satisfaction than banks. What’s interesting is how. In Exploring Ongoing Member Loyalty: Net Promoter® in Credit Unions, authors Laura Brooks, Satmetrix and Michelle Bloedorn, Member Loyalty Group, use Net Promoter Scores, credit union case studies, and a cadre...

The Credit C.A.R.D. Act: Opportunities and Challenges for Credit Unions

How will the 2009 C.A.R.D. Act affect credit unions? The industry-wide return on assets of credit cards plunged from 3.3% in 2006 to 1.4% in 2008 and huge issuers will need to recoup those profits in the new environment. Author Adam Levitin calls the act “the most significant piece of...

Credit Card Availability, Interest Rates, and Usage in 2005-2009

Credit Card Availability, Interest Rates, and Usage in 2005–2009 is the fourth report in a series of Consumer Finance Research briefs authored by Mark Meyer of Filene Research and Luis Dopico of Macormetrix. The briefs based on information derived from the Ohio State University’s Consumer Finance Monthly (CFM) survey. Specifically:...

Characteristics of Credit Union Mergers: 1984-2008

Filene researchers Luis Dopico, Macrometrix, and James Wilcox, UC-Berkeley, took a great deal of care (and time) to analyze the 1984–2008 data on credit union mergers to create the most comprehensive data and analysis on this subject. In Characteristics of Credit Union Mergers: 1984–2008, the researchers found that: The National...

A Comparison of Bank and Credit Union Pricing

U.S. credit unions famously have a long-running federal tax exemption on their corporate-level earnings, but a lesser-known tax benefit also exists for banks. Banks may incorporate as a Subchapter S (Sub-S) corporation, which eliminates federal taxes on corporate-level earnings. In A Comparison of Bank and Credit Union Pricing: Implications for...

The Economics of Serving Low-Income Employees at Tax Time

The Economics of Serving Low-Income Employees at Tax Time: Implications for Credit Unions, explores a partnership between Progress Through Business, a nonprofit organization focused on poverty alleviation issues, and H&R Block to offer tax preparation to low-income employees of Staples, Inc. The report shows how tax preparation services, corporations and...

Harvard Business School Examines Credit Unions

Recently I searched the Harvard Business School case study library for a credit union-specific case. To my amazement no such case existed. How could it be that a system which captures upwards of 10% of the consumer finance market is not the subject of an HBS case? To remedy this...

Back to the Future

The idea of integrating sustainability into credit union’s core strategy has been swirling around Filene for years. It wasn’t until one of our Filene Fellow introduced me to Stuart Hart (Cornell University) and Monica Touesnard that I felt that Filene could dig deeper into this proposition. Listen to Hart and...

The Effect of Transformational Leadership at Credit Unions

We know leaders have an impact on individual and organizational performance, but how? Existing research1 reveals that “transformational leaders” motivate followers to perform beyond expectations, while “transactional leaders” motivate followers to perform as expected. Recently, researchers began examining how transformational leadership behavior produces healthier performance among followers. Early evidence shows that transformational leaders enhance trust, which...

Small Credit Union Data Processors: Survey Results

This is a non-technical survey of consumer satisfaction with major suppliers of data processing services to smaller credit unions. It provides credit unions with the background they need to ask key questions as they confer and negotiate with data processing vendors. The business relationship a credit union forges in today’s...

Member Satisfaction Levels: National Norms for Comparing Local Survey Results

This report presents the results of a national survey that measured credit union members’ level of satisfaction with different aspects of their credit unions’ services. The report provides national norms on member satisfaction that allow an individual credit union to survey its members and make a direct comparison of its...

Financial Strength: A Comparison of State and Federal Credit Unions

This report examines and compares the financial strength of state credit unions and federal credit unions. Important questions include, are state-chartered credit unions less safe and sound than federally-chartered credit unions? Or are federally-chartered credit unions on significantly less stable financial footings than state-chartered credit unions? The report finds that...

The Effects of Human Resource Practices on Credit Union Employees and Performance

Professor Whitener surveyed 1,733 credit union employees at 185 credit unions and found that, regardless of size, a credit union can improve its performance by implementing modern human resource practices. Credit unions whose employees reported more positive attitudes performed better than credit unions whose employees reported less positive attitudes. Human...

Consensus Building Strategies for Productive CEO-Board Relationships

This is the third in a series of Filene Research Institute studies on credit union CEO-Board relationships. This study evaluates the mutual expectations that directors and CEOs have toward one another and determines how the degree of consensus about these expectations influences the working relationship.

Lower Income Americans, Higher Cost Financial Services

Professor Caskey presents the results from a research project that examined the use of financial services by lower income U.S. households and reviewed the fees and operations of nondepository suppliers of financial services, such as check-cashing outlets, pawnshops, and rent-to-own businesses. The research used survey data to answer the following...

The Digital Revolution: Delivering Financial Services in the Future

Burger, Zellmer, and Robinson look at the implications of new information and communications technologies that have the potential to dramatically reshape how members and customers select and use financial institutions. The authors argue that credit unions need to embrace opportunities to serve their members through electronic delivery systems. They provide...

Prospective Changes in Payment Systems: Implications for Credit Unions

This monograph describes the U.S. payment system and identifies areas where it is changing. Four of the most important changes are (1) The expected turn-of-the century peak in check use, (2) The expansion of electronic payments from 23% today to over 50% of all noncash payments by 2010, (3) The...

How Organizational Values Affect Credit Union Performance

This monograph presents the results of research on the organizational values of credit unions. It shows which values credit unions rank highly and which receive little emphasis. In addition, the research investigates the degree to which values were shared among leaders within credit unions. This is an important issue because...

Board-CEO Relationships: Successes, Failures, and Remedies

In this monograph, the authors report research on Board-CEO relationships, using survey data from credit unions. The researchers developed a list of relationship behaviors and then evaluated and tested these relationship behaviors. Their analysis of the data identified elements of good relationships, barriers to good relationships, and ways to repair...

Dynamics of Populations of Credit Unions

Hannan, West, and Barron investigate the development of credit unions over time, focusing on organizational processes that shaped and continue to determine the evolution of credit unions. They clarify how the potential for future development of the credit union movement is shaped by the past dynamics of American credit union...

Credit Union Service-Oriented Peer Groups

In their previous monograph, Evaluating the Performance of Credit Unions, Professors Harold Fried and Knox Lovell developed a performance evaluation measure specifically tailored to the unique features of credit unions. It measured the extent to which each credit union maximizes service provision to its members subject to resource availability in...